IT Incident Management Specialist

Company Description

Simon Fraser University (SFU), known as Canada’s engaged university, partners with communities, organizations, and industries to foster knowledge that drives meaningful change. With campuses in Vancouver, Burnaby, and Surrey in British Columbia, SFU offers world-class education across eight faculties. The university delivers 193 undergraduate and 127 graduate degree programs to over 35,000 students, producing changemakers, innovators, and problem-solvers. With a global network of over 160,000 alumni in 143 countries, SFU connects research, innovation, and entrepreneurship to address today’s challenges.

Role Description

Simon Fraser University is seeking an IT Incident Management Specialist to join our team in a full-time, on-site capacity in New Westminster, BC. In this role, you will be responsible for identifying, responding to, and resolving IT service incidents, ensuring minimal disruption to operations. You will monitor systems and perform root cause analysis to prevent recurrence, maintain incident management processes, and effectively document resolutions. Collaboration with cross-functional teams, escalation of issues when needed, and ensuring adherence to service-level agreements will also be key components of this position.

Qualifications

• Proficiency in IT Incident Management processes, root cause analysis, and problem resolution
• Familiarity with system monitoring tools, reporting software, and IT Service Management (ITSM) platforms
• Strong analytical and troubleshooting skills for diagnosing and resolving complex IT issues
• Excellent communication, documentation, and interpersonal skills
• Ability to work in a fast-paced, collaborative team environment and manage priorities effectively
• Experience in IT operations or similar technical support roles
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
• Certifications in ITIL or relevant IT management frameworks are considered an asset
• Familiarity with IT systems in educational institutions is a plus